Microsoft Dynamics 365 Customer Service

Services

Microsoft Dynamics 365 Customer Service Module

Microsoft Dynamics 365 Customer Service CRM help CX Managers exceed expectations with a workflow automation that support seamless experiences for both your customers and employees. With the right tools in hand your agents can simultaneously manage multiple conversations with customers through different channels such as chat, phone, SMS, social channels, etc.

Enable speed, convenience and self-service, and consistency across customer service operations.

Automated Help-desk ticketing
IVR to lead capturing
Chatbot to CRM lead capturing
Enable Self-service Virtual Agents
Real-time sentiment analysis
Automated merging of similar cases

Self Service Portals

Embrace self-service portals for quick easy resolution and drastically reduce the volume of logged cases, open tickets and customer complaints.

Customer/Partner Self-service
Complaints and Issues Management
Forums
Agreements & Documents
Case Deflection
Omnichannel add-in Support

Actionable Insights

Gain actionable insights from interaction trends across channels, agent performance, and utilization data.

Track team/individual performance
Relationship Health
Social media tracking
Customer Intelligence

Omni-Channel Engagement

Enable end-to-end service engagements and deliver personalized service with minimal customer effort.

360-degree view of the customer
Real-time insights
Analyze social post sentiment
Automated case routing
Run personalized surveys

Power BI Reporting

Leverage live, pre-built dashboards and reports from Power BI and sell smarter with signals from Office 365 and other sources

Analysis & Insights
Channel-wise Charts & Dashboards
Customer Service Insights
Power BI Customer Service Analytics
Reporting on closed and open cases

Case Automations

Ensure the cases are being routed to the right person for the right answers in right time.

Case Assignment and Routing Rules
Record Creation and Update Rules
Email to Case Process
Automated Case Assignment
Automated Ticketing System

Knowledge Management

Use Knowledge Base as a support tool and attach articles relating to the case for handy reference.

Article Management
Using Knowledge with Cases
Service Management Settings
Knowledge Manager Dashboard
My Knowledge Dashboard

Available Integrations

Lets discuss your project. Get practical tips to scale your engagement efforts across channels, adapt your outreach, and automate your operations in secure Microsoft Cloud!

Service Overview

Beyond Key can help you build a customized Dynamics customer service environment with endless capabilities to reinvent the way you handle customer support. With the right tools in hand your agents can simultaneously manage multiple conversations with customers through different channels such as chat, phone, SMS, social channels, etc.